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The Paradox of Skill

One phenomenon that often goes unnoticed in the business world, and yet lurks within the fabric of every company, is the paradox of skill. This paradox manifests when highly skilled employees perform their tasks with such finesse that their expertise becomes nearly invisible. Their proficiency makes the complex seem effortless,…
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Moving Beyond the Carrot and Stick

Employee management is an ever-evolving practice, one where expectations and effective solutions continue to change. For a long time, managers have relied upon rewards and punishments, upon carrots and sticks, to control their employees. However, more and more employees are responding negatively to this philosophy, and thoughtful leaders are now…
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The Full Spectrum of the Customer Experience

Customer service transcends the boundaries that most people picture when they consider the term. It is no longer relegated to a department or call center, and has evolved into a holistic approach encompassing every interaction the customer has with your brand. This includes the initial discovery phase and the post-purchase…
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Mystery Shopping Is a Win-Win for You and Local Businesses

Do you have strong opinions about customer service? Have a discerning taste for quality? Believe in supporting local business? Of course you do. But did you know that you can help your local businesses to not only survive the pressures of mega-chains and the Internet, you can also help them…
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When Easy Ain’t So Easy

In the world of customer experience, the term easy gets bandied about quite a bit. We all want seamless experiences, from finding the right products and services to using them once we’ve made the decision. Nevertheless, we’ve all found ourselves grappling with complexities beyond our expectations—and even beyond our abilities…
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Improvement Imperative

One of the many adages that most of us know is, “Why fix what isn’t broke?” The idea is that we should avoid expending time and resources to improve something that is already working, especially if there’s a risk that we might accidentally take a good thing and make it…
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What Your Employees Need

The modern workplace is a dynamic, ever-evolving environment, so much so that we must all take care to understand its intricacies to stay ahead of the curve. This is especially true when it comes to employee satisfaction. After all, the key to actualizing employee potential is recognizing and addressing their…
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Communication Fosters Success

Effective and timely communication are the cornerstone of a thriving and healthy work environment. Within any organization, the constant exchange of information between employees and management is vital for sustained success. However, when communication breaks down, challenges like project delays, strained relationships, and a waste of valuable resources are an…
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